About this role
The Client Care Associate will be part of our Client Care Acceptance Support team responsible for servicing the needs of our Authorize.net merchants and partners with their payment gateway account along with supporting internal representatives.
Specific Responsibilities will Include:
Handle all inbound client interaction through voice, live chat, email and support case channelsSkilled to resolve problems and answer general merchant questions related to billing, transactions, account management, website integration, connectivity methods and other technical issuesIn addition, skilled to also resolve problems and answer questions related to eCheck, advanced Integration, merchant support from strategic partners, and servicing partners that sell Authorize.netSkilled to resolve problems and answer questions related to merchant retention and acquiringMerchant Acquiring interactions consist of:Billing inquiriesCredit card and eCheck funding concernsCredit card and eCheck limit increasesStatement and reconciliation supportGeneral account updates Merchant Retention interactions consist of:Educating merchants on the benefits of Authorize.Net and if necessary, negotiate fees, review acquiring options and make offers to save business as applicable Implement account saving techniques and solutionsHandle all data extractions requests by phone and case creation to proactively boost merchant loyalty. Support loyalty initiatives from Sales departmentIn addition, skilled to provide support to representatives by answering complex questions, and taking escalated situations that required critical thinking, compromise and ability to make decisionsCommitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact ResolutionAbility to deliver results with operational efficiency (Case duration)Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolutionDemonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead CourageouslyThis is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Customer service experience required
Prior experience in financial industry, ecommerce, technical environment or servicing within written channels is preferred
Excellent verbal and written communications in English, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required
Customer service skills including call de-escalation techniques and a commitment to quality service
Self-motivated with the ability to work within a team and independently
Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences
Adapts easily to shifting priorities and challenges
Must be able to have meaningful conversations that will lead to merchant loyalty and reduce merchant attrition
Regular and punctual attendance is a required commitment for this role and must be open to a flexible scheduling to adapt to the evolving needs of our clients
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.